What I'm trying to understand is how these problems related to attitude can be avoided in the future.
I have also asked to be provided with service in my own language by a border officer who ended up rolling his eyes and making me feel like I was a trouble-maker, simply because I'm someone who understands his rights and attempts to affirm them, regularly, but with no hostility.
I still recall my friend, Michel Thibodeau, from Orleans, who asked for a 7UP in an airplane and was characterized as a trouble-maker because he asked for it in French. I know you were not personally involved, but this happens often.
How can we train our employees in order to avoid these types of situations?